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Data Innovations AerieAssist

Streamlining Support and Boosting Satisfaction

Our work for Data Innovations

SERVICE
INDUSTRY
  • Technology
OUTCOME
  • Improved support efficiency and customer satisfaction

About Data Innovations

Data Innovations is a global software company dedicated to improving patient care by empowering clinical laboratories to harness innovation and optimize performance across all disciplines. With over 35 years of industry leadership, they serve more than 6,000 hospitals and laboratories in over 85 countries.

Their mission is to enhance patient care by enabling clinical laboratories of all sizes to leverage innovation and optimize performance across all disciplines, allowing them to focus on what matters most: their patients.


 

data innovations

 

The Challenge:

Data Innovations' first-line support primarily triaged tickets and diverted them to second-line support, putting enormous strain on the two main support technicians. This diverted them from project work and other tasks, leading to inefficiencies and delays in support.

The Solution:

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data innovations

"Implementing Aerie Assist has significantly improved our support efficiency and customer satisfaction. The automated triage and detailed process documentation have allowed our internal staff to focus on more critical tasks, leading to better overall performance."

Lisa Vonstein Data Innovations
Lisa VonsteinDirector of Technology Solutions

Key Features and Benefits:

  • Automated Triage: AerieAssist efficiently triaged tickets, reducing the burden on the support team.
  • Process Documentation: Detailed documentation of ticket types and processes enabled AerieAssist to handle more tasks independently.
  • Improved Efficiency: Internal staff could focus on project work and other tasks, improving overall efficiency.

The Impact:

  • SLA Compliance: Data Innovations met their SLA for First Contact at 85%, exceeding the required 80%.
  • Enhanced User Experience: Meeting SLAs provided a better experience for users.
  • Quick Response Times: Expedited SLA on phone calls and chats via the agent ensured timely support.

Additional Details:

  • Scalability and Flexibility: AerieAssist's support system can adapt to the changing requirements of Data Innovations, accommodating growth and new technological advancements.
  • Documentation and Compliance: Maintaining up-to-date documentation of all supported systems and procedures ensures compliance with industry standards.
  • Comprehensive Support: AerieAssist certified support technicians provide support for desktops, laptops, printers, tablets, and mobile phones. This includes diagnostic support for hardware issues and resolution support for operating system software and browsers, as well as mainstream productivity applications from Microsoft, Apple, Google, Adobe, Symantec, McAfee, and others.
  • 24x7 Support: AerieAssist offers 24x7 support, ensuring that help is always available when needed.
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